Quick question about the discrepancy in our Workforce Engagement Management dashboards. The ‘Non-productive Shrinkage’ metric in the Agent Performance view deviates significantly from our manual calculations. Are we missing a specific configuration in the Genesys Cloud WEM settings? The documentation at Genesys Docs implies a straightforward calculation, yet the data shows otherwise. We are based in Europe/Paris and need to reconcile these figures for quarterly reporting.